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10152: ITIL® Foundation v.3 (Includes Exam)

Event Date :	04/22/13 09:00 AM	Duration (days) :	3
Instructor :		Price (CAD) :	1350.00

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Outline

Information Technology Infrastructure Library (ITIL®) Workshop

ITIL® v.3 Foundation Course

Duration: 3 days

REGISTRATION INFORMATION

Contact: info@itplanit.com or call 613-842-9772

Includes:

Refreshment breaks, Course binder, Certificate of completion,

certification exam included

Prerequisites

There are no prerequisites. Work experience in IT services is recommended.

Duration

Three days – includes lecture, exam preparation and exam

The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for Service Management.

The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for Service Management without further guidance.

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

Service Management as a practice (Comprehension)

Service Lifecycle (Comprehension)

Key Principles and Models (Comprehension)

Generic Concepts (Awareness)

Selected Processes (Awareness)

Selected Roles (Awareness)

Selected Functions (Awareness)

Technology and Architecture (Awareness)

ITIL Qualification scheme (Awareness).

ITIL is a public domain approach for managing IT services. It was developed by the CCTA, transitioned to the Office of Government Commerce (OGC) in the United Kingdom and now maintained by the itSMF, the independent and internationally recognized forum for IT Service Management professionals. IT service management groups around the world are using ITIL processes to improve efficiency and communication in IT services.

What Makes This Course Unique

Our unique use of IT service management tools to demonstrate how processes work accelerates the knowledge transfer to the participant. We have created a learning experience that is both exhilarating and enjoyable and based on disciplines learned in executive development programs, underpinned by the total quality management, and an in-depth knowledge of IT provisioning. Furthermore, we have a pre-training kit that is sent to each participant prior to attending the course.

Benefits of Attending

After attending this course attendees will understand how IT Service Management processes can improve IT operations. In particular, participants will:

Understand Service Lifecycle

Comprehend the main activities of tha main processes

Be aware of key ITIL definitions

Be prepared to take the Foundation Certificate examination

If successful in the examination, attain the Foundation Certificate in IT Service Management

Course Outline

ITIL Fundamentals

Origins, development and governance

Defining IT Service Management

Reviewing the structure and scope of the Foundation Certification Examination

People, process, technology and partners

The Five Core Books

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Service Management as a Practice Concepts of Service Management

Key terms and definitions

ITIL v3 Key Principles and Models

Service Strategy

The three types of Service Providers

Perspective, position, plan or pattern

Service Design

Service Portfolio design

Technology design

Process design

Insourcing, outsourcing, partnership

Service Transition

The Service V model

Business value, asset and configuration management

Service Operation

Quality vs. Cost of Service

Reactive vs. proactive

Continual Service Improvement

Plan, Do, Act, Check

ITIL v3 Processes

Service Strategy

Service Portfolio Management

Demand Management

Financial Management

Service Design

Service Level Management

Service Catalogue Management

Availability Management

Information Security Management

Supplier Management

Capacity Management

IT Service Continuity Management

Service Transition

Change Management

Service Asset and Configuration Management

Release and Deployment Management

Service Operation

Incident Management

Event Management

Request Fulfillment

Problem Management

Access Management

Continual Service Improvement

The 7 step improvement process

Functions

Service Desk

Technical Management

Application Management

Operations Management function (IT Operations Control and Facilities Management)

Roles and Responsibilities

Technology and Architecture

ITIL® Qualification scheme

Mock Exam

Review, Practice Questions and Examination

High level review of ITSM’s key concepts

Recommendations for exam technique

Series of practice examination questions

Examination: 40 multiple choice questions

Certification Criteria

The Foundation Certificate in IT Service Management is awarded to participants who receive a passing grade of 65% on a multiple-choice exam. Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary)

ITIL V3 Qualification Scheme

Intermediate Level

There are two streams in the Intermediate level. Both assess an individual's ability to analyze and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.

Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the five core OGC titles, as follows:

Service Strategy

Service Design

Service Transition

Service Operation, and

Continual Service Improvement.

The focus of these modules is on the introduction and implementation of the specific Lifecycle phase, and coverage of the principles, processes and related activities.

Intermediate Capability Stream - this stream includes 4 individual certificates loosely based on the V2 Clustered Practitioner qualifications, but broader in scope in line with the updated V3 content, focussing on detailed process implementation and management within cluster groupings:

Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Ops and Application Management

Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management

Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation

Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management.

ITIL Expert

To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme

ITIL®
ITIL® is a registered trade mark of the Cabinet Office
IT Infrastructure Library®
IT Infrastructure Library® is a registered trade mark of the Cabinet Office www.cabinetoffice.gov.uk
"The Swirl logo™ is a Trade Mark of the of the Cabinet Office www.cabinetoffice.gov.uk"
itSMF is registered to the IT Service Management Forum

To learn more about how Itplanit can rejuvenate your business, simply call 1-877-842-9772, visit our web site at www.itplanit.com or contact an Itplanit Sales Representative.

ITPLANIT SERVICES CORP.

1-876-842-9772

SMART business Solutions

	You choose how you wish to attend the course and we'll deliver: Live instructor-led at Itplanit's Ottawa facility Live instructor-led online at Itplanit's Ottawa facility - Streamed live to Itplanit (save up to 15%) Live instructor-led online to your home, your office...Streamed live to you (save up to 25%) Note: If multiple discounts apply, you will automatically receive the largest qualifying discount.
	Hours, prices, bundles, policies, guarantees, how to pay and fundraising
	Typical public course Training Hours Orientation/snacks and beverages: 8:30 a.m. - 9:00 a.m. Standard class hours: 9:00 a.m. - 4:00 p.m. (note: Start and end times are approximate and depend on the number of student and pace of the class. We may need to run a little longer or finish a bit sooner than anticipated.) Last day class hours (multiple day sessions): 9:00 a.m. - 3:30 p.m. Course exam (if purchased): 2:30 p.m. - 3:30 p.m. (last day). Each class day: Informal discussion with instructor about your projects:4:00 p.m. - 4:30 p.m.
	ItplaniteKits and eCerts - A Dynamic New Way to Study and Learn Why be burdened with logging a book around...When you can access it from Itplanit wherever you are. Itplanit has replaced printed student guides with downloadable eKits for each Itplanit Instructor-Led Live Online (IILLO) class and certain classroom courses. Electronic student guides represent a dynamic new way to study and learn. The flexibility, interactivity, and portability of eKits cannot be matched by traditional printed material. Our eKits are available online one week prior to the start of your class so that you can outline key points, prepare questions, and print important concepts and procedures. Following training, online access to download the eKit continues for 1 month or more. This new method of online delivery supports Itplanit’s initiative to be more environmentally responsible by conserving natural resources. Benefits Your own copy of Itplanit or one of our vendor course materials on your own computer—to take wherever you like PDF format with search capabilities Early review and preparation Savings of millions of printed pages every year If your class includes an eKit and eCert, you will see the following icons displayed in the online course description: A paper kit can be requested upon registration. An additional fee may apply. For additional details about eKits and eCerts, call your Itplanit representative.
	LEARN FOR FREE - You can redeem your Microsoft vouchers in exchange for free training You can pay for your Microsoft Certified Training with your Microsoft training vouchers (Microsoft Software Assurance Training Vouchers). You probably qualify for the exchange of training SATV bills if your organization has purchased Microsoft volume license program. If you need help determining your eligibility, contact the team of SATV at Itplanit at (877) 842-9772. Attend free classroom or virtual Microsoft at Itplanit training, by exchanging your training vouchers. How does the SATV program work? http://www.Microsoft.com/licensing/sa/benefits/vouchers.mspx You can activate your SATV in the (CSLV) volume licensing service Centre on this site: https://licensing.Microsoft.com/eLicense/L1033/Default.asp For instructions on how to activate and manage your SATV visit this site: http://www.Microsoft.com/licensing/sa/activate.mspx You need help to manage your SATV? If you need help to manage your SATV, our operations team can do it for you. Activation management, registration of courses for you and your employees. For more information about the exchange of your SATV call us at (877) 842-9772, or by e-mail at info@itplanit.com. Training Policies and Guarantees Tuition fees entitle you to: team workshops, course materials with exercises, snacks, refreshments and a certificate at the end of the course. Public course cancellation policy: Cancellation of courses by Itplanit: Itplanit Services Corp. reserves the right to cancel or modify the scheduled dates, places, and the hosting of all regular training courses. Itplanit will make every effort to inform the participants of the course within a reasonable time. However, Itplanit is not responsible for personal travel, accommodation, or other charges incurred for changes or cancellations. Where Itplanit must cancel a specific course, a full refund of the costs of courses and registration will be done or a reservation in a future courses will be offered (choice of the registrant). Registrants will be notified of any cancellation by phone, e-mail or by fax. After the cancellation of the course, registrants will have the choice of a refund or book a place in a future course. Cancellations of public courses by the students can be made more than 2 working weeks from the date of scheduled course, without penalty. Cancellations of courses made within 2 business weeks before the date of scheduled course will have a penalty of 50%. However, if the student provides a future date and reserves at the same time of the cancellation, Itplanit will apply 100% of this amount to the cost of the newly reserved course (choice of the registrant). Cancellation made within a working week before the date of planned delivery of the course will be a penalty of 75%. However, if the student provides a date confirmed for the change of course and reserves at the same time of the cancellation, Itplanit will apply 100% of this amount to the cost of the newly reserved course. Credit notes are transferable in the same organization. Cancellation penalty transfers to future courses can only be made once. Upon second cancellation for the same course the cancellation fee of 100% applies. Please, send your notice of cancellation to info@itplanit.com or by fax to the 613.842.9772. Dedicated course cancellation policy: Cancellation policy for courses dedicated to a company or off-site training: Itplanit Services Corp. reserves the right to cancel or modify the scheduled dates, places, and the hosting of all dedicated training courses. Itplanit will make every effort to inform the organization within a reasonable time. However, Itplanit is not responsible for personal travel, accommodation, or other charges incurred for changes or cancellations. Where Itplanit must cancel a specific course, a full refund of course registration fees shall be made or a reservation in a future courses will be offered (choice of the client). The registered client will be notified of any cancellation by phone, e-mail or by fax. Cancellations of courses conducted by the organization may be made for more than 3 working weeks from the date of scheduled course, without penalty. Cancellation of courses made within 3 working weeks before the scheduled course date will be charged 50% of the course fees. Cancellation of less than one working week prior to the date of expected delivery of the course will pay a penalty of 100%. However, if the customer provides a confirmed date for the change of course and reserves at the same time of the cancellation, Itplanit will be 25% of this amount to the cost of the newly reserved course. Credit notes are transferable in the same organization. Please, send your notice of cancellation to info@itplanit.com or by fax to the 613.842.9772. Guarantees: Courses Likely to Run (listed on the home page) The list of the courses likely to occur are listed on our home page: all entries are pending approval by Itplanit Services Corp.. Once your registration is approved, the course is moved to our list of courses likely to run on our home page. But we still cannot guarantee that we will not cancel your registration. Itplanit reserves the right to personalize all courses with two participants or less. The customization of the course will focus on the same material, but may be of shorter duration. In these circumstances, Itplanit reserves the right to choose if the learning materials are printed, or snacks are included. In any circumstance, Itplanit reserves the right to change the date of course. Guaranteed 100% - at Itplanit, our goal is to offer the best possible training. We are so confident that you will be completely satisfied that if at the end of the first morning of a course of one or two days, or at the end of the first day of class for a training course of three to five days, you are not satisfied with the course and you want to leave for this reason, you should; (i) notify the trainer (ii) return all materials (course material must be non-marked for a full credit) (iii) contact the Cancellation Department at 613.842.9772 at the latest at noon for courses 1 and 2 days or before the close of our offices for training of several days to receive a 100% refund or to receive a credit for a future course. The 100% guarantee applies only if the student has signed the attendance list, completed the first half of the morning of the course of a one or two day course, or finished the first day of the course of three to five days. All course materials must remain with the instructor at the time of leaving. The guarantee does not apply to the Partner Delivered Courses, such as Microsoft Certified Training, IBM, VMware, etc.... (It is the responsibility of students to confirm with Itplanit in advance to ensure that the course is part of the 100% guarantee). How to Pay for your course We accept payment on delivery, cheques, company or Government purchase order, Visa and MasterCard. Due to fraudulent credit card charges increase, to protect our customers, we do not have automatic processing online. There is no fee to pay to process a credit card payment. However a 4% charge from the total invoice (without HST) in addition to a fee of $10.50 is applicable for the reversal of your payment. To pay by credit card, call us at the 613.842.9772 or visit one of our centres of learning. -------------------------------------------------------------------------------- Fund Raising From September to December 2013 Itplanit is again raising funds for the "SnowSuit Fund". Itplanit offers you opportunity to win a Surface Table to each student who attends a public course, a private session or writes a certificate exam but you must make a donation to the Snowsuit fund at Itplanit. Every penny counts.

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